Rainbow Veterinary Hospital

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below[redacted] is my cat, however I do have her, like all other family pets, under my mother, [redacted] , in Rainbow vets systemThey stated that [redacted] signed the consent form for [redacted] to get declawed, however that is incorrect due to the fact that I signed the consent for myselfAlthough my cat is in my mothers name in their system, I do not understand why I am able to consent for my cat to have the surgery but they can not discuss it with me nowNothing that they have submitted so far has had anything to do with my complaint of being charged more than the amount agreed up for the serviceI was told it would cost around $to have my cat's front paw declawed and that she would be put under anesthesia and stay there for a few days following the procedure to make sure she tolerated it wellI was never informed that anesthesia or anything else involved with the procedure would cost me more than the $that I was toldIt was only upon arriving to pick up my cat that I was bill $ Regards, [redacted]

Dear ***,This letter is in response to the new issues for this case that I received 4/16/2015 in regards to complaint ID [redacted] .Issues to address:• As I previously addressed the client had paid her account for all services to her pet at the time of pick up. Never was a complaint brought to my attention, If she had an issue with her total then why did she not peruse action at that time and not pay in full until the issue was addressed that day.• She states that she was updated daily on her pets progress / condition as per our protocol. It is also protocol to let the client know where their bill stands; again she did not mention her concern. Of course there are charges for complications, just as there are in human medicine. She should not expect to go to her Dr for a bandage change and not have to pay for it. Again the surgery had complications and extra care, medication and treatments were needed which the client was made aware of.• We did not have the client leave through the side door because we were afraid of her "making a scene". The room where we discharge surgery patients goes directly to the parking lot Which is a lot closer than having to go back down the hali, through the waiting area and out the door which puts you all the way at the end of the parking area. Every client that has a pet being picked up from surgery goes into that room and leaves via that door.I hope this clarifies this issue. Mobile Vet is no longer in business and has changed ownershipeffective 3/28/2015. If you need anything further please feel free to contact me.Thank You, [redacted] Pratice Mgr

Dear *** *** ***: This letter is in response to a complaint that we received on 3/3/2015, ID # *** by *** *** *** is disputing charges for services on her mother’s cat
***. *** is not on the pets account. Her mother *** *** and also *** *** are the only two names on the account. Due to client / patient confidentially laws I am not at liberty to give out any information on this claim. I can however tell you that the patient’s owner, *** *** did sign the surgery consent form on February 16, when she brought the pet in for surgery which we have on file If you have any other questions I may be reached at ###-###-#### Thank You, *** *** Practice Manager

Dear ***,This letter is in response to the new information on case ID # ***I have attached the consent that was signed by *** *** as well as her bill that she paid for in fullThe consent lists the prices additional to the cost of the actual surgeryThe declaw surgery was $then the additional electives ($116.30) that owner signed for were added on giving the total of $There were complications powhich required the patient to be here longer and receive more treatments therefor increasing the billThe owner was updated daily as per our protocol on hospitalized patients.To my knowledge, there was nothing mentioned / questioned about the bill at the time of pick up on 2/20/If there was we would have explained ail charges to the owner and it is brought to my attention.If you need anything further please feel free to contact me by phone ###-###-#### or e-mail at ***Thank You,*** ***, Practice Manager

Dear [redacted],This letter is in response to the new issues for this case that I received 4/16/2015 in regards to complaint ID [redacted].Issues to address:• As I previously addressed the client had paid her account for all services to her pet at the time of pick up. Never was a complaint brought to my attention, If she had an issue with her total then why did she not peruse action at that time and not pay in full until the issue was addressed that day.• She states that she was updated daily on her pets progress / condition as per our protocol. It is also protocol to let the client know where their bill stands; again she did not mention her concern. Of course there are charges for complications, just as there are in human medicine. She should not expect to go to her Dr for a bandage change and not have to pay for it. Again the surgery had complications and extra care, medication and treatments were needed which the client was made aware of.• We did not have the client leave through the side door because we were afraid of her "making a scene". The room where we discharge surgery patients goes directly to the parking lot Which is a lot closer than having to go back down the hali, through the waiting area and out the door which puts you all the way at the end of the parking area. Every client that has a pet being picked up from surgery goes into that room and leaves via that door.I hope this clarifies this issue. Mobile Vet is no longer in business and has changed ownershipeffective 3/28/2015. If you need anything further please feel free to contact me.Thank You, [redacted] Pratice Mgr

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Response to Rainbow Vet: As I have already addressed, I did question the amount I was paying and I threw a fit. I specifically told the lady that swiped my card that I intended to dispute the transaction and she even stated that if she were me she would be irritated as well. I can not help that her employees did not bring my complaint to her attention, she should take that up with them. I only put the amount on my card (with the intent to dispute) so that I could get my cat. Rainbow Vet states that it is protocol to let me know where my bill stands when they call to update me on my cats progress. Again, I cannot help that her employees do not follow protocol. All I know is that I had never been updated on where my bill stands. I am still requesting that I be refunded due to the fact that I was charged way more than I was told the service would cost. Thanks, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[redacted] is my cat, however I do have her, like all other family pets, under my mother, [redacted], in Rainbow vets system. They stated that [redacted] signed the consent form for [redacted] to get declawed, however that is incorrect due to the fact that I signed the consent for myself. Although my cat is in my mothers name in their system, I do not understand why I am able to consent for my cat to have the surgery but they can not discuss it with me now. Nothing that they have submitted so far has had anything to do with my complaint of being charged more than the amount agreed up for the service. I was told it would cost around $250 to have my cat's front paw declawed and that she would be put under anesthesia and stay there for a few days following the procedure to make sure she tolerated it well. I was never informed that anesthesia or anything else involved with the procedure would cost me more than the $250 that I was told. It was only upon arriving to pick up my cat that I was bill $543. 
Regards,
[redacted]

Review: On December 27, 2014 my mother and I picked up my cat from the Rainbow Veterinary Hospital. At that time I asked [redacted], at the front desk, how much it would be to declaw my cat. At that time [redacted] said that it would cost between $225 and $250 to declaw the cat. She explained that we would drop the cat off the night before the procedure and that they would keep the cat for at least 2 days because they would have to give her pain medication and check her bandages for bleeding. She never mentioned any other additional charges, she did spend several minutes trying to talk us out of having the cat declawed. I made the appointment for Feb. 18th. Everything seemed to go as expected until the day I picked her up. When it came time to pay I was give a bill for $542.37. I told them that I was verbally quoted between $225 to $250 for the declawing, all they said was they were very upset that [redacted] told me that, and at the minimum this procedure costs $400. I asked how I would know that and if that is the case why didnt their own employee know this??? I was planning on paying cash so I gave them the $250 and wanted to place the rest on my mastercard. They then charged my card $293.42. Which was incorrect. If the bill was for 542.37 - 250.00 cash then they should have only charged my credit card 292.37. Again they over charged!!Desired Settlement: I should only have been charged the amount that their employee verbally quoted for the procedure. I would like a refund of $293.42.

Business

Response:

Dear [redacted]: This letter is in response to a complaint that we received on 3/3/2015, ID # [redacted] by [redacted]. [redacted] is disputing charges for services on her mother’s cat [redacted]. [redacted] is not on the pets account. Her mother [redacted] and also [redacted] are the only two names on the account. Due to client / patient confidentially laws I am not at liberty to give out any information on this claim. I can however tell you that the patient’s owner, [redacted] did sign the surgery consent form on February 16, 2015 when she brought the pet in for surgery which we have on file. If you have any other questions I may be reached at ###-###-#### Thank You, [redacted] Practice Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[redacted] is my cat, however I do have her, like all other family pets, under my mother, [redacted], in Rainbow vets system. They stated that [redacted] signed the consent form for [redacted] to get declawed, however that is incorrect due to the fact that I signed the consent for myself. Although my cat is in my mothers name in their system, I do not understand why I am able to consent for my cat to have the surgery but they can not discuss it with me now. Nothing that they have submitted so far has had anything to do with my complaint of being charged more than the amount agreed up for the service. I was told it would cost around $250 to have my cat's front paw declawed and that she would be put under anesthesia and stay there for a few days following the procedure to make sure she tolerated it well. I was never informed that anesthesia or anything else involved with the procedure would cost me more than the $250 that I was told. It was only upon arriving to pick up my cat that I was bill $543.

Regards,

Business

Response:

Dear [redacted],This letter is in response to the new information on case ID # [redacted]. I have attached the consent that was signed by [redacted] as well as her bill that she paid for in full. The consent lists the prices additional to the cost of the actual surgery. The declaw surgery was $225.00 then the additional electives ($116.30) that owner signed for were added on giving the total of $341.30. There were complications post-op which required the patient to be here longer and receive more treatments therefor increasing the bill. The owner was updated daily as per our protocol on hospitalized patients.To my knowledge, there was nothing mentioned / questioned about the bill at the time of pick up on 2/20/2015. If there was we would have explained ail charges to the owner and it is brought to my attention.If you need anything further please feel free to contact me by phone ###-###-#### or e-mail at [redacted]Thank You, , [redacted], Practice Manager